Last updated on November 26th, 2019 at 06:58 pm
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UNIT 1 Introduction To Services Marketing [Book Link] |
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| 1 |
Meaning and Nature of Services |
VIEW |
| 2 |
Challenges of Services Marketing |
VIEW |
| 3 |
Growing Importance of Services Sector in India |
VIEW |
| 4 |
Classifications of Services and Marketing Implications |
VIEW |
| 5 |
Services Marketing Management Process |
VIEW |
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UNIT 2 Understanding Consumer Behavior in Services [Book Link] |
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| 1 |
Consumer Decision Making in Services |
VIEW |
| 2 |
Consumer Expectations and Perceptions |
VIEW |
| 3 |
Defining and Measuring Service Quality and Customer Satisfaction |
VIEW |
| 4 |
SERVQUAL |
VIEW |
| 5 |
House of Quality |
VIEW |
| 6 |
GAPs Model |
VIEW |
| 7 |
Service Recovery |
VIEW |
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UNIT 3 Services Marketing Mix [Book Link] |
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| 1 |
Service Positioning |
VIEW |
| 2 |
Service Design and Development, Service Blueprinting |
VIEW |
| 3 |
Service Process |
VIEW |
| 4 |
Prices of Services |
VIEW |
| 5 |
Services Distribution Management |
VIEW |
| 6 |
Integrated Services Communication Mix. |
VIEW |
| 7 |
Physical Evidence and Servicescape |
VIEW |
| 8 |
Managing Services Personnel |
VIEW |
| 9 |
Employee and Customers role in Service Delivery |
VIEW |
| 10 |
Customer Retention Strategies |
VIEW |
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UNIT 4 Marketing Applications in Select Service Industries [Book Link] |
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| 1 |
Hospitality Services |
VIEW |
| 2 |
Airlines |
VIEW |
| 3 |
Tourism Services |
VIEW |
| 4 |
Healthcare and Wellness |
VIEW |
| 5 |
Banking and Insurance Services |
VIEW |
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